jewilson15's profile

New Poster

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3 Messages

Friday, June 12th, 2020 5:00 AM

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How do install a new 3rd party cable modem?

I recently purchased my own new cable modem and am unable to perform the self install following these instructions:

 

https://www.xfinity.com/support/articles/activate-internet-gateway-modem

 

The online activation process also doesn't work for me.  The last time I did this, I needed to speak with a rep, but I can't seem to get to one through the automated phone line.

 

Help.

Accepted Solution

New Poster

 • 

3 Messages

4 years ago

This is resolved.  I was finally able to get ahold of a rep, by selecting the "add services" option.  She quickly updated the MAC addresss on my account to account for the new modem and then I was all set.

Expert

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107.1K Messages

4 years ago

Give this automated device activation line a shot: 1-855-652-3446. Even if the automation fails, you then get connected to an advanced repair representative rather than a tier 1 phone rep. Good luck !

New Poster

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3 Messages

4 years ago

I tried that. It does not work. All the automated person wants to do is reset my current modem.

Expert

 • 

107.1K Messages

4 years ago

Glad you got it straightened out. Now closing this thread.

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